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Return & Refund Policy

All requests please send to email support@moothearth.com within 7 days of the date you received the order to get timely support from the Customer Service Team.

RETURN & EXCHANGE 

Due to hygiene reasons and the fact that our products are made-to-order, we will choose to exchange or refund items when an item you received has a major problem listed below:

  • Significantly different from the description or sample was shown to you: bad printing quality, misplaced, distorted or faded, and unclear patterns
  • Damaged or defective due to the fault of our factory or the carrier
  • Not what you ordered or part of the order is wrong such as size, color
  • The package was lost during transit
  • Other errors caused by our production/system/carrier

Please contact our Customer Service Team via support@moothearth.com, including the following information.

  • Order number
  • Video or photo of the faulty product and shipping label (required)

The items should be photographed on a flat surface, with the tag and error displayed. The photo must show the defective detail or damaged area of the item. In addition, if the error involves a print size or placement issue, include a measuring tape, stick, or ruler in the photographs of affected garments. Upon verification, we will send you a replacement at no charge, no need to return the defective ones. The time of receiving your replacement item is the same as the time of shipping new products.

SHIPPING

In case we request item(s) to be returned to us, please follow the below instructions:

  • Return shipping address: 1291 North Post Oak, Suite 170 Houston, TX 77055, United States
  • Customers are responsible for shipping costs on returns. Shipping, handling, taxes, and any additional service costs are nonrefundable.
  • Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
  • Unqualified returns will not be eligible for a refund or replacement, and the item will be forfeited.

If you choose to return your order without our Customer Service Team and it does not meet all of our requirements, it will not be eligible for a refund or replacement, and the item will be forfeited. Please contact our Customer Service Team for further instructions.

REFUND
1. We will give a full refund of your receipt or send you a replacement if your order meets the problems below.

  • Your order has been canceled eligible following the Cancellation policy
  • You did not receive your product within 30 business days since the date you placed your order
  • Printed products are not clear, blurred, defective
  • Not what you ordered or part of the order is wrong 
  • The product has the wrong size or color as described.
  • Other errors caused by our production/system/carrier such as lost in transit, etc

 *Please contact our Customer Service Team via support@moothearth.com, including the following information.

  • Order number
  • Video or photo of the faulty product and shipping label (required)

The items should be photographed on a flat surface, with the tag and error displayed. The photo must show the defective detail or damaged area of the item. In addition, if the error involves a print size or placement issue, include a measuring tape, stick, or ruler in the photographs of affected garments. 
The Customer Service Team will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate. If we request item(s) to be returned to us, we will send the qualified refund or replacement to you after receiving the return.

2. After a careful check on your order, if we confirm via email that you are eligible for a full refund, your refund will be processed by us within 07 business days of refund confirmation. Our Customer Service Team will confirm the details with the order on your email and we will initiate a refund to your credit card (or original payment method). You will receive the credit within a certain amount of days, depending on your card issuer policies.  Should you have any questions regarding a refund, please reach us at support@moothearth.com for assistance before filing a claim on the bank. 

3. We DO NOT accept returns or process refunds if:

  • The item(s) is printed as ordered, but you “changed your mind”. We print on demand and therefore cannot accept returns with that inquiry.
  • The return request is not viewed and approved by our team before you send the item(s) back.
  • The item(s) have been altered in any way or if they do not have the original tags. The item(s) have been worn or washed.
  • We typically do not accept refunds or returns due to customers' mistakes such as incorrect selection of sizes, designs, colors, invalid shipping address, etc. Please review your order carefully before you check out to ensure your order is correct.
  • The item(s) was in a promotion or utilize a discount code.
  • Your order does not arrive at your shipping address within 30 business days of order placement. However, please note that any claims on late delivery filed after 60 business days from the initial date of order placement will be rejected. Thus, please contact us as soon as possible.

MOOTHEARTH RESERVES THE RIGHT TO REJECT ANY CASE THAT DOES NOT MEET ANY OF THE ABOVE-STATED REQUIREMENTS